What rights do I have when I withdraw?
The Commission's consumer guidance and technical standards give you four:
- you can withdraw at any time without unreasonable delay or restriction;
- you do not have to take your money in instalments;
- once you ask to withdraw, the casino may not offer to cancel the request or let you play with that money, a rule in force since 31 October 2021;
- the operator should make withdrawing as frictionless as possible.
The same guidance accepts one brake: a casino may stop a withdrawal when unusual activity has been spotted on the account, but it should not hold on to the money unnecessarily.
What can legitimately pause a payout?
Three things come up most often. First, checks: anti-money laundering questions, a selfie when fraud is suspected, or a request about where your money comes from. The Commission expects such requests to be made promptly, and documents it could have asked for earlier should not be demanded at the cash-out, as explained on age and ID checks. Second, the casino's own terms, which the Commission says must be clearly set out and which the casino must follow. Third, larger sums, where source-of-funds questions overlap with the affordability checks. None of these entitles a casino to keep the balance.
When may a casino keep my money?
Rarely. The Commission cites the Competition and Markets Authority's position that customers are legally entitled to the following, subject to anti-money laundering or other regulatory requirements:
| Money in your account | Whose it is |
|---|---|
| What you deposited | Yours |
| Winnings made with your deposits | Yours |
| Bonus winnings, once the offer's conditions are met | Yours |
| Balance when you self-exclude | Must be returned to you |
Winnings paid out are not taxed either, as explained on tax on winnings. A casino may close your account under its terms, for example over a risk of harm or suspected money laundering. If you think it broke those terms, follow the complaints route.
